Direct chat between Concierge coordinators and drivers
Learn how to initiate a direct chat between Concierge coordinators and drivers that helps you improve real-time communication and ride coordination.
In this article, we'll cover:
Driver chat overview
Coordinators often need to share ride details and additional information with drivers for easy rider pickup. The Driver chat feature enables Concierge coordinators to directly connect with drivers, resulting in faster, more efficient interactions.
How to initiate a Driver chat
To initiate a chat with the driver on behalf of the rider, coordinators should follow these steps:
- Log in to the Concierge Web
- Navigate to the ‘Active’ tab
- Choose the desired ride to view specific details
- Click the ‘Driver chat’ tab next to the ‘Ride details’ tab
- Once the coordinator clicks ‘Start chat’, the following automated message will be sent to the driver: “Hi [Driver_name], my name is [Coordinator_name], I’m reaching out for [Rider_name]”
Note: Drivers cannot initiate a chat with a coordinator.
If the driver is swapped
In the event that one driver is swapped out with a new driver
- Coordinators can chat and receive updates from the new driver in the same chat thread
The previous driver’s conversation remains visible only to the coordinator
How to manage active chats
- Coordinators can view previous and ongoing Concierge ride conversations from the ride details screen
- The Driver chat history is stored for 30 days, allowing the admins to refer for follow-ups if required
- The ride/chat status is displayed within the conversation window
Status changes are updated automatically based on the driver’s actions
FAQs
Can Driver, Rider and Coordinator be in a 3-way chat?
The chat feature will only be available between Coordinator and Driver.
When is Coordinator <> Driver chat unavailable for Coordinators?
Coordinators cannot message the driver if the rider has already initiated a message with the driver, or if the driver has already initiated a message with the rider. In these situations, it is recommended the Coordinator call the driver or rider instead.
When is Rider <> Driver chat unavailable for Riders?
Riders cannot message the driver if the coordinator has already initiated a message with the driver. In these situations, it is recommended the rider call the driver instead.
Is translation available within Driver chat?
Coordinator messages are automatically translated into the driver’s preferred language in the Lyft Driver app, while the coordinators can use the ‘Show translation’ option to access it.
Are driver notes still available?
Yes, driver notes are still available and can be used in conjunction with or in lieu of the Driver chat. Driver chats should be used when communication is time sensitive and coordinators need to directly communicate with the driver. Otherwise, coordinators should continue to use driver notes when requesting a ride.